
Call Centre Manager
13 hours ago
Key Responsibilities
- Team Leadership: Supervise, mentor, and motivate a team of call centre agents, ensuring high levels of engagement and performance.
- Performance Management: Set and monitor KPIs (Key Performance Indicators) for the team, and provide regular feedback, coaching, and training to improve individual and team performance.
- Operational Efficiency: Oversee daily call centre operations, including call volumes, service levels, and resource allocation, to ensure optimal performance and customer satisfaction.
- Customer Satisfaction: Monitor customer interactions, ensure issues are resolved promptly, and proactively address any service gaps to improve customer satisfaction.
- Training & Development: Identify training needs, provide ongoing support, and implement development programs for agents to enhance skills and productivity.
- Reporting & Analysis: Compile and present regular reports on team performance, call centre metrics, and customer feedback to senior management.
- Problem Solving: Address complex customer issues, escalate when necessary, and ensure effective resolution.
- Compliance & Quality Assurance: Ensure adherence to company policies, procedures, and regulatory standards, and implement quality control measures for customer interactions.
- Process Improvement: Continuously review and recommend improvements to processes, workflows, and tools to enhance operational efficiency and service quality.
- Proven experience (3 years) in managing or supervising a call centre or customer service team.
- Strong leadership skills with the ability to motivate and develop teams to achieve performance goals.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong analytical skills with experience in generating reports and interpreting performance data.
- Ability to manage multiple priorities in a fast-paced environment.
- In-depth knowledge of call centre operations, performance metrics, and customer service best practices.
- Proficient in call centre software and Microsoft Office Suite.
- Ability to work flexible hours, including evenings or weekends, if required.
- Customer-centric with a strong focus on delivering exceptional service.
- Results-driven and detail-oriented.
- Strong organizational and time management skills.
- Adaptable and able to thrive in a dynamic, fast-paced environment.
- A proactive problem solver with a positive, can-do attitude.
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